Responsible for strategy and execution within the Sales and Marketing Division as well as oversight of customer research, customer analytics, and marketing and communications functions.Owns development and execution of strategies across the Sales and Marketing Division that drive business growth and retention.Oversight of the following functions: •Customer and Market Research: surveys, focus groups, competitive intelligence, market assessment and positioning, etc •Customer Analytics: tracking and reporting of sales and campaign performance, as well as mastering and ingesting new data sources •Marketing: development and management of outreach strategy for customers and prospects across all channels •Communications: content development and execution of materials geared toward customers and prospects

Lead teams responsible for customer research, competitive intelligence, market analytics and customer analytics. Collaborate with executive leadership and internal stakeholders to develop strategies and tactics in support of growth, retention, and customer experience• Strategy efforts contributed to 71% growth rate in Medicare enrollment and 27% increase in small group enrollment over 5 years• Launched HAP’s in-house marketing analytics team, facilitating internal data storage and creation of Power BI dashboards• Overseeing customer analytics transition to SQL Server Management Studio and Microsoft Power BI, replacing more manual processes• Shifted digital customer research to Qualtrics platform, resulting in significant savings while extending survey capabilities

Lead team responsible for competitive intelligence and qualitative and quantitative market research studies. Utilize results to produce recommendations for Sales and Marketing strategy. Launched HAP’s Net Promoter Score (NPS) survey

Conduct market research projects (e.g. surveys, focus groups, interviews, competitive analysis, etc) and provide recommendations to drive growth and customer experience strategies

Compiled and analyzed customer satisfaction and market data to support quality initiatives and legislative reporting (e.g. needs assessment). Created a data dictionary and Visio Relations Database comprised of over 400 tables to improve MH-WIN claims processing